Sprint Corporation

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s inquiry, she expressed her dissatisfaction with her monthly Sprint charges being higher than quoted to her during a recent rate plan change She requested that we adjust her charges to meet the quoted amount or terminate her services without any cancellation charges We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billing Our records reflect that she is currently subscribed to our Unlimited Freedom Plan that bills at $for the first line of service, $for the second line of service, and $for each additional line of service, up to ten, plus applicable taxes and surcharges Because that rate plan was designed for customers who obtain equipment on one of our device lease or installment billing purchase agreements, an additional $monthly Subsidized Phone Charge per line is billed to customers who obtain their equipment at subsidized, discounted pricing, such as Ms [redacted] did During our July 26, 2017, conversation with Ms [redacted] , we explained the information outlined above We also explained that the disputed Subsidized Phone Charge is valid based on her chosen rate plan and equipment selections Although we are unable to remove the charge or to identify any error on the part of Sprint related to her dispute, we offered to apply credits to offset an amount equivalent to the Subsidized Phone Charges from June until the satisfaction date of her two two-year Subscriber Agreements for her referenced lines of service, due to miscommunication that may have been provided to her at the point of sale Ms [redacted] accepted our offer, and we applied credits totaling $to her account as agreed She then indicated her satisfaction with that resolution We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our retail and Customer Care representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused but are pleased that we were able to resolve Ms [redacted] ’s reported concerns to her satisfaction If we can be of further assistance with this matter, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Wednesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: it was not good business practice to refer me to a collection agency and then continue to collect on the debtRegardless of what was in the contract regarding Sprint’s authorization to debit an account I have used in the past, the lack of communication and poor customer service is unbelievable! It further frustrates me that there was a lack of effort to justify the matterI am truly disgusted by the entire situation Regards, [redacted]

September 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File [redacted] , Kamala [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Kamala [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service received while trying to update her bill due dateShe is requesting her bill due date be changed to a date consistent with her payroll schedule We spoke with Ms [redacted] on August 8, 2017, regarding her concerns We have updated Ms [redacted] ’s billing cycle so that her payment due date is approximately the 2nd of each monthMs [redacted] also agreed to a follow up on September 26, 2017, to review the new invoice to confirm billing is correct We appreciate Ms [redacted] taking time to provide details of her experience with our Customer Care team We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter has causedIf we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Tuesday through Saturday between a.mand p.m., Central Time Sincerely, Diana HExecutive Services Analyst //MG

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I was never ever advised of such process being taken care ofNot only are they falsifying about relaying information to mex 26.39= $which she miscalculatedI never agreed on their supposed plan it was explained to me that I was going to receive a credit for each month for the iPhone charge which I did not see until mid January after I had overpaid since OctoberWhere is the credit for what I overpaid?? They should explain that on the bill instead of trying to evade the questionI would like this matter resolved with all credits being put in place and I shouldn't be paying one cent for the iPhone! Regards, [redacted] ***

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] , submitted on September 1, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s filing, she encountered an unfavorable customer service experience while attempting to address her account concernMs [redacted] expressed her dissatisfaction with equipment charges being assessed to her account in association with Installment Billing Agreement for phone line ending in ***Ms [redacted] requested that Sprint review this matter and apply an adjustment to her account accordingly Sprint has reviewed Ms [redacted] ’s complaintOur records indicate that on November 7, 2013, Ms [redacted] purchased an IPhone 5C device for phone line ending in via Sprint’s 24-Month Installment Billing program at a local Sprint Retail Store locationFurthermore, on August 2017, Ms [redacted] upgraded the device associated with phone line ending in *** During this sales transaction, she activated an IPhone Plus device via Sprint’s 18-Month Leasing programUpon completion of her device upgrade, Ms [redacted] ’s original Installment Billing Agreement was cancelled prior to satisfying the terms of her respective agreement and her account was assessed a Service Termination Fulfillment charge of $as indicated on her September 23, billing statementBased on our review, we are unable to identify any billing errors on Sprint’s part; therefore, the aforementioned charge is valid We spoke with Ms [redacted] on September 25, 2017, and relayed the above informationIn an effort to ensure a satisfactory and mutually acceptable resolution, we offered and Ms [redacted] accepted a one-time courtesy adjustment of $to negate a portion of her current account balanceThis adjustment will appear on Ms [redacted] ’s October 23, 2017, billing statementAt that time, Ms [redacted] advised us that this matter has been addressed to her satisfaction and she did not require further assistance We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care group and Retail locationWe are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ [redacted] *Executive Services Analyst

May 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her complaint, Ms [redacted] expressed dissatisfaction with the level of service received while attempting to resolve billing and service concerns Ms [redacted] requests someone who speaks English and is able to resolve her concerns Sprint is proud to provide service to and employ a diverse population We are continually seeking ways to improve the quality of service provided to our customers Our representatives are required to attend extensive training classes before they are released to answer calls from our customers Additionally, calls are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service Customers are also welcome to visit our website at www.sprint.com to conduct many account-related actions via our self-help options or by using the online chat feature We regret that the coverage in Ms***’s home service area is falling short of her expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers We have confirmed with Ms***’s that the network towers are working within parameters; however, she is located in fair coverage We explained to her about setting her device to Sprint only We also advised that currently we have flagged her area for updates, with no specific date of completion We applied an adjustment of $to Ms***’s Sprint account for the inconvenience We regret any inconvenience Ms [redacted] may have experienced while attempting to address her concerns If we may be of further assistance with this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Twana TExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Michael A***

April 26, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he was told that his monthly service charge would be $plus taxes He stated that he later received email notification that he has to pay $to prevent suspension of his account Mr [redacted] stated that it was explained his bill was for a full month and prorated charges due to starting service mid-cycleFurther, he stated that his request for a payment arrangement was denied Mr [redacted] requested to confirm the payment arrangement and his monthly bill estimate With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing With respect, we realize that situations may arise that prevent customers from making required payments by the due date, and Sprint can often assist with payment arrangements, if available However, not all payment arrangement requests can be honored Upon account review, Mr [redacted] subscribed to the promotional Unlimited Freedom plan for lines of service, at $before $per line auto-pay discount, device charges and taxes, through March 31, We spoke with Mr [redacted] on April 13, 2017, and provided the information above; and his new rates after the promotion ends in March Additionally, we confirmed the payment arrangement which was previously set up for him Mr [redacted] understood the resolution; however he expressed disagreement with the rate plan promotion end date We regret his dissatisfaction, however, we uphold the terms of the promotional offer, which remains valid until March 31, We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Enika [redacted]

July 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that after she swapped one of her devices, we billed her $in Subsidized Phone Charges although her device has been paid in full She further stated she previously had the same billing issue and was credited for the charges Additionally, Ms [redacted] described unfavorable customer services experience during her attempts to resolve her billing issue As a result, she requested that we resolve her billing issues Our records reflect that on September 1, 2015, Ms [redacted] purchased the device associated with line of service (xxx) xxx- [redacted] at subsidized pricing with her acceptance of a two-year service agreement Further, our records reflect that she has a service plan for devices that are leased or are on installment billing As a result, we bill a valid $Phone Subsidize Charge per the terms of the service planOur records reflect that prior to the recent device swap; the Subsidized Phone Charge was being waived per a prior goodwill gesture However, when she swapped her device, our system canceled the waiver and billed her again per the terms of her service plan Our records further reflect that on June 27, 2017, a $credit was applied to her account to offset one Subsidized Phone Charge and that the noted waiver was once again added During our conversation with Ms [redacted] on June 27, 2017, we provided the information detailed above and advised her that we would credit the remaining $plus taxes totaling $ Ms [redacted] accepted our offer and we credited her account as agreed We appreciate Ms [redacted] for taking the time to provide us with the details of her experiences with our Customer Care representatives, as we are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

July 11, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] , submitted on June 23, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Mr [redacted] ’ complaint, he states that he is disputing accelerated charges for equipment billed to account XXXXX [redacted] after cancellation of his servicesMr [redacted] is requesting that the lease cancellation fees billed for lines ending in ***, ***, and [redacted] be removed from the account in question so that he can pay the balance due Our office attempted to reach Mr [redacted] via phone and e-mail on June and July and 10, 2017, asking him to contact our office to discuss his concerns Additionally, we mailed a letter to his address on file on July 11, 2017, advising him of our receipt of his complaint and our desire to speak with him to address his concerns To date, we have not received a response from Mr [redacted] We have thoroughly reviewed Mr [redacted] ’ concerns Our research shows that Mr [redacted] was provided with a clear disclosure of his monthly recurring charges and equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his electronic service agreement which includes a description of the charges in questionBased on our review, we were unable to identify any billing errors Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested Therefore, Mr [redacted] can contact us at the number provided below at his earliest convenience to complete the authentication of his account so that we can address his concerns We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely,LaToyaP.LaToya P.Executive Services Analyst

June 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] states that he had to call Sprint several times in order to get one of his phone lines cancelledHe also states that he was led to believe that he would receive a promotional credit to his account when he ported his number to Sprint from another service provider and traded in his previous device for the iPhone plus device; however, he has not received the creditLastly, he states that after cancelling the secondary line on his account, he was advised his bill would decrease and he would no longer be billed pro-rated charges As a result, Mr [redacted] is requesting Sprint to provide credits to his account for the iPhone plus device, the promotional offer and, compensation credit for the inconvenience this matter may have caused Sprint’s records reflect that Mr [redacted] contacted our customer service department on March 21, 2017, to have the service on wireless telephone [redacted] canceled; however, due to a possible misunderstanding and keying error, the wireless lines ending [redacted] remained active and was assessed a Monthly Recurring Charge (MRC) Mr***’s service for wireless line ending [redacted] was cancelled effective May 4, Additionally, we applied credits totaling $to his account to offset the disputed charges incurred at that timeWe further determined that when Mr [redacted] cancelled his wireless lined ending ***, partial month charges were assessed To resolve this matter, we have applied credits totaling $to his account to offset the disputed charges incurredWe regret any possible misunderstanding that may have occurred related to Mr***’s Sprint billing and the terms of our referenced equipment promotion However, based on our review, we were unable to identify any billing error associated with his Sprint account Our records reflect that Mr [redacted] is receiving the iPhone plus promotional credits as promisedAccordingly, credits totaling $were applied to his account on June 19, 2017, and will be reflected on his June invoice In addition, our records reflect Mr [redacted] has been receiving these monthly credits on the 19th of each month since March Please note the promotional credits will be applied on the 19th of each monthAlthough Sprint was unable to confirm an error regarding this matter, in an effort to reach an amicable resolution, and to demonstrate our commitment to excellence, we applied a one-time courtesy service credits totaling $to his accountMr [redacted] stated that he understood and that the matter is resolved to his satisfaction If Mr [redacted] has any further concerns regarding this matter, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] disputed an equipment charge assessed to her Sprint account and with the length of time taken for us to address that matterShe requested that the charge be removed We regret any misunderstanding or that may have occurred regarding Ms***’s disputed equipment charge Our records reflect that the described device charge was assessed due to a delay in processing the return of a device that she purchased but subsequently sent back to us We confirmed that we received that equipment in our warehouse on March 27, 2017, and that credits matching Ms***’s request were applied to her account on that date Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on March 31, April 7, April 10, and April 11, 2017, to discuss her reported concerns and our findings noted above were unsuccessfulIn addition, we sent a letter on April 7, 2017, to her address on file However, Ms [redacted] left a voicemail message for us in which she advised that her concerns were satisfactorily resolved We regret any inconvenience this matter may have caused Ms*** If we can be of further assistance with this issue, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: The above referenced inquiry of Ms [redacted] has been received by our office and we appreciate your assistance in bringing our customer’s concern to our attention In the information provided Ms [redacted] cited her dissatisfaction regarding pricing for her accountShe indicated that she purchased devices and was quoted a pricing amount for her services and devices, but was being billed at a higher rate than quotedShe requested to have her issue addressed by lowering the monthly pricing to the quoted amount We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes Sprint has reviewed Ms***’s inquiry and apologizes for her frustration regarding this matter After review we have found that Ms [redacted] was quoted a lower monthly price point than what is currently billed on her accountAlthough we sustain that the lease agreements are valid, in an effort to bring about an amicable resolution we offered to waive the lease charges on one line of service on her accountThis places Ms***’s current monthly charges at the previously offered price point Ms [redacted] accepted this offer and verified that this resolved her inquiry We appreciate Ms***’s taking time to provide details of her experience with our Customer Care and Retail representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience that these matters may have caused Ms*** If we can be of further assistance with these concerns, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

April 26, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Case— [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate you bringing this matter to our attention In Mr [redacted] ’s complaint, he stated that he was offered one-half off the cost of a lease if he upgraded his devices Mr [redacted] obtained two iPhone devices via our Sprint Lease program; however, he has not received any credits for the phones Our Sprint Lease program is an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease During our investigation, we found a promotion for one-half off of an Apple iPhone GB device obtained with an 18-month lease via [redacted] *** Our records reflect that Mr [redacted] obtained his devices through Sprint and therefore does not qualify for the previously-referenced promotion However, as a one-time courtesy and in an attempt to honor the promotion, we have applied credits totaling $to offset the lease charges for phone line ending in *** Additionally, Mr [redacted] will see a monthly credit of $for the remainder of his lease agreement If Mr [redacted] has any further questions regarding this matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] expressed his dissatisfaction with the level of customer service that he received from our Retail Customer Care representatives while trying to resolve a refund issue Mr [redacted] advised that on May 12, 2017, he visited our store to setup a new account with Sprint with three lines of service, and paid $However, he went back to the store the next day, on May 13, 2017, to cancel his service due to poor coverage, and was told he will receive a refund check for $within seven days However, he stated that he has not received the refund and his bank account was debited $on June 4, 2017, although his account has been cancelled since May 13, As a result, he is requesting we refund the $and $ Our records reflect that Mr [redacted] started service with us on May 12, 2017, with three lines of service, and paid $Mr [redacted] ported out his line to another wireless provider on May 13, We determined that he was inadvertently billed $on June 4, To resolve this matter, we processed a refund for $and $back to the credit card on file During our June 12, 2017, conversation with Mr [redacted] , we explained the information outlined above Mr [redacted] confirmed that he received the refunds and thanked us for resolving his issue We have made a serious commitment to provide the cl***ty and reliability our customers expect from a wireless service by continuing the enhancement of our network throughout the nation Once the coverage in Mr [redacted] ’s area improves, we hope that he will again consider Sprint as his wireless service provider We appreciate Mr [redacted] for taking time to provide details of his experience with our third party Retail customer care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret the loss of Mr [redacted] ’s business, but are pleased that we were able to resolve his refund concern to his satisfaction If we can be of further assistance with these issues, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

October 4, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , Linda [redacted] Sprint Account XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention In her complaint, Ms [redacted] expressed her dissatisfaction with Sprint’s equipment replacement process Ms [redacted] further stated that she did not receive her device on the date she was informed she would In addition, she stated that she was not informed of the deductible requirement for her damaged device Ms [redacted] is requesting a waiver of the deductible Please note that all new Sprint devices and/or [redacted] devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Ms [redacted] subscribes to Sprint’s Total Equipment Protection (TEP) on her phone number ending in *** Therefore, if the problem with Ms [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep We have made multiple attempts to reach Ms [redacted] regarding her concerns We attempted to contact her via phone and e-mail on September 26, and 29, We have been unable to speak with her Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, Taheera LExecutive Services Analyst

March 8, Revdex.com Ward Parkway, Suite Kansas City, MO [email protected] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on February 17, We appreciate your assistance in bringing our customers’ concern to our attention Ms [redacted] filing expressed her dissatisfaction with the charges assessed on her account for equipment that she returned to the point of saleMs [redacted] further expressed her dissatisfaction with the Early Termination Fee being assessed on phone line ending in ***, upon the cancellation of serviceMs [redacted] requested that Sprint review this matter and apply the appropriate adjustments Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, on January 7, 2017, Ms [redacted] visited a local Sprint Retail Store location and activated a device associated with phone line ending in ***At that time, she purchased the device at discounted pricing in exchange for a two-year Service AgreementUpon the activation of phone line ending in ***, Ms [redacted] was provided with a clear disclosure of the monthly recurring charges and all other applicable fees and chargesFurthermore, we were able to locate signed copy of the Transaction Summary form acknowledging the monthly chargeBased on our review, we were unable to identify any miscommunication regarding the terms of her price plan and other monthly charges on Sprint’s part during the activation phone lines ending in *** Our records further indicate the aforementioned phone number was cancelled on February 3, As a result of the cancellation, Ms [redacted] ’s account was systematically assessed an Early Termination FeeFurthermore, on February 28, 2017, we confirmed that the device was returned to the original point of sale and an adjustment of $was applied to Ms [redacted] ’s account to offset the Early Termination Fee and related taxes, as reflected on the February 26, invoice We spoke with Ms [redacted] on March 6, 2017, and relayed the above information and resolution to herDuring the call, Ms [redacted] confirmed that her issue was previously to her satisfaction We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Hakima W Hakima W Executive Analyst

August 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of service she received when she contacted Sprint requesting payment arrangements Ms [redacted] stated that she requested payment arrangements and was dissatisfied that her payment was presented to her bank, on the scheduled date; however, before her deposit was posted by her bank Ms [redacted] requested to cancel her Sprint contract As stated in our Terms and Conditions of Service, which can be viewed by visiting www.sprint.com, payments are due by the due date indicated on the invoice However, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if available However, not all payment arrangement requests can be honored Additionally, customers authorize Sprint to transfer electronic funds from the debit or credit card account specified, or to debit their bank account through the electronic Automated Clearing House (ACH) from the checking or savings account specified, for the payment(s) due on the Sprint account number identified During our conversation with Ms [redacted] on August 4, 2017, we reviewed the above-information Our records reflect that on July 28, 2017, via Sprint Interactive Voice Response system (IVR), Ms [redacted] authorized us to debit her credit card number ending [redacted] on August 1, We are unable to determine the exact time that a bank will process our request; however, we confirmed that this payment was presented on August 1, 2017, and declined by her bank Additionally, our records reflect that Ms [redacted] activated two new lines of service, when she purchased devices via Sprint’s Lease Agreements [redacted] and [redacted] on April 25, In accordance with Sprint’s Lease Program, and specifically Ms [redacted] ’s above-mentioned lease agreements, she has the option to terminate her lease agreements early By cancelling her leases/services prior to April 25, 2019, Ms [redacted] agreed to pay all of the remaining monthly Lease payments and the Purchase Option Price of the Leased device on her next bill If Ms [redacted] returns the devices to Sprint, in good condition, only the Purchase Option Price will be refunded While we regret that Ms [redacted] is not satisfied with our response, our position remains unchanged After discussing this matter with the Executive & Regulatory Services team, I am confident that all of her issues have been fully addressed and resolved to the best of our ability We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Finance representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of additional assistance with this concern, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

April 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she called in January to cancel the line ending in ***She states that she was still charged for two months of service for the line ending in *** Ms [redacted] requests that we credit her account for the two months of service We spoke with Mr [redacted] on April 27, 2017, and reviewed her accountWe confirmed that she did call in near the end of January to cancel the line ending in ***Unfortunately, the line was not canceled until April We have credited Ms [redacted] account $for the additional two monthsMs [redacted] confirms that these actions have resolved her concerns We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] Executive Services Associate Analyst